Troubleshooting and FAQ

Websites

I edited a page but visitors can’t see the change

Edits are saved to your draft, not the live page. Open the page and select Update in Studio, or Publish in Edit with Pulse. The page card shows Unpublished changes whenever the draft is ahead of the live page.

Does Pulse write my whole website for me?

No. The design, layout and structure of every page come from Cue’s professionally designed templates. Pulse fills them in with your business details and drafts the wording, and everything is saved as a draft for you to check. Read your pages through and change anything that doesn’t sound like you before you publish. See Build your website.

The builder says “Please wait” before I can rebuild

Building a website takes real work, so there’s a short cooldown between builds. The button counts down the seconds; try again when it reaches zero.

Will rebuilding my site wipe my changes?

No. When you use Regenerate or Rebuild my website with Pulse, pages you edited by hand are kept, and Cue lists them for you. If you switch to a different template, Cue asks you to confirm with Replace and import first.

I made a mistake and published it

Open the page in Studio, select History, choose the version you want and select Restore to draft. Then publish again. See Version history.

“This site URL is already taken”

Someone else already uses that website address. Try adding your town or a word about what you do, for example lunahair-manchester.

I can’t change my website address

When your own domain is live, the /s/ address is locked so existing links keep working. Disconnect the domain under Website > Domain first if you really need to change it.

My image won’t upload

Images must be JPEG, PNG, WebP or GIF, and 10MB or smaller. If yours is bigger, save it at a smaller size and try again. Cue resizes and compresses large images for you after upload.

Which page do visitors see first?

The page chosen under Website > Navigation > Home page. If that’s set to Automatic (first page), Cue uses the first page of your website.

Domains

Cue says my TXT record wasn’t found

• Wait a little. DNS changes can take up to an hour to appear.
• Check the Host field. Many providers add your domain automatically, so entering the full name creates something like _oroe-verify.www.yourbusiness.com.yourbusiness.com. Cue spots this and tells you. Edit the record so the host is just the short version Cue shows.
• Check you copied the whole value, including oroe-site-verify=.

Cue says my domain points somewhere else

Your domain still has an old A or CNAME record, perhaps from a previous website host. Remove it, and add the record Cue shows under DNS records. Cue tells you which address the domain currently points to, to help you find it.

Can I use both yourbusiness.com and www.yourbusiness.com?

Each website connects to one domain. Connect the one you prefer in Cue, then set up a redirect from the other at your domain provider.

Do I need to buy an SSL certificate?

No. Cue issues and renews the HTTPS certificate for your domain automatically once your DNS records check out.

Coming soon and maintenance

My preview stopped working

Previews last 8 hours. Go to Website > Visibility and select Preview the real site again.

I switched back to Live but still see the holding page

Make sure you selected Save Changes after choosing Live. If you’re previewing, select Exit preview on the dark bar at the bottom of the page, then reload.

Booking

My booking page says “Online booking unavailable”

Cue can’t work out your free times yet. Check that you have at least one location, that the service is assigned to a team member, and that the team member has working hours. See Services, staff and booking.

A date shows no times

Everyone who provides that service is either booked or not working that day. Try another date, or check the team member’s working hours.

A customer says their time “was just booked by someone else”

Two people tried to book the same slot at once. Cue gives it to whoever confirmed first and shows the other person the updated list of free times. Nothing is double-booked.

Why are new online bookings “pending”?

Every appointment booked from your public booking page starts as pending, so you always know which bookings are new. See the status table in Services, staff and booking.

Forms and Nest

My embedded form doesn’t appear

Make sure the form is published. Embeds and the public link only work for live forms. If you changed the form’s address with Change URL, copy the embed code again, because the old one points to the old address.

Contacts aren’t showing up in Nest

Check that the integration is switched on (Enable Integration for a form, or Enable Nest CRM Integration for bookings), that you saved it, and that Name, Email and Phone are mapped to Nest fields. Only new submissions and bookings made after you turned it on are sent.

How do I find contacts that came from Cue?

In Nest, filter by lead source. Contacts from forms use Cue Form and contacts from bookings use Cue Appointment, unless you chose a different lead source. See the Nest docs.

Team

A team member can’t see part of Cue

Cue only shows what someone’s role allows. Open Team & Permissions and check their role, or give them one with the right permissions. See Team and roles.

Still stuck?

Start from the Cue overview, or read Getting started with Oroe for account, workspace and billing help.